Opportunity The Parliamentary authorities wanted to equip its security staff with the skills to interact with visitors in a way which enhanced their experience without compromising on security.
Approach MSB designed a one day Customer Service Training Programme for the Palace’s security team – including Metropolitan Police officers, security supervisors and visitor assistants – to refresh their customer service skills and to remind them to their importance in the overall visitor experience.
Impact Members of the security team praised the style and substance of MSB’s training. Following the programme, the Parliamentary authorities and members of the security team received positive feedback from visitors to the Palace of Westminster.